ComplaintsforCapital Heating, Cooling, & Electric

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/31/18 Capital installed a Rheem ****** Modulating Furnace $8,500. The first time the installer #3 turned it on it made a loud noise from the Intake Ductwork. (it sounded like a drum) He was the last one at my home, all others already left #1 and #2 (it took over 6 hours to install). The one guy left only knew how to install/set up the thermostat he knew zero about ********, told me to call the office the next day. I called the next day, told them about the noise and the installers put a smaller trunk then I previously had. I asked, could that be the issue, less air intake? Someone did come take a look at it, again I said the intake is smaller than my old Intake. That should be fixed. They said it would be addressed. This discussion happened every appointment from 2018-22 while I had the "worry free plan" for maintenance. At some point a tech (fixing a water leak) rigged the duct with s**** straps to keep the intake ductwork from FLEXING (flexing causes the loud noise every time the Fan kicked on) That was a bandage for the noise, it wasn't fixed. Again, I said the Intake is too small. In 2023 I started doing maintenance myself, I canceled their "Worry Free" maintenance plan. Feb. 2024, I get a call saying I was selected for a FREE tune-up. 3/4/24 **** came for the tune-up. From his Test's He said the air intake levels are too low. (******** to SMALL like I said to the first guy who looked at it and every other after) Charged me $650 for cleaning the blower fan (included with paid tune *** though) **** screwed holes in my ductwork, never sealed them back up. It also won't Kick into the 2nd stage now. He did call and inform his manager (who I can never reach) who sent a "Design Specialist" asap, who then says I need more air intake (I said dah) the next day there's an email estimate $6,100 to create more air intake. Since they improperly installed my furnace and sold me the wrong size, Rheem can void my warranty. The original Ductwork was larger.

  Customer response

  03/21/2024

  They have responded and they are replacing the ductwork and recleaning the fan and coil.   

  
  

  Customer response

  03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a mini split ** system from Capital Heating and Cooling back in October of 2020. We were ensured that this unit would effectively cool our tri-level home despite not having prior duct work. This project cost my husband and I upward of $15,000. Since the initial installation we have had to call them out to service our ** unit more than 15 times. Every warm season we go to use it, there is a new issue. We have been told on multiple occasions that this was an installation issue. I have been in contact with the manager / supervisor but they have never come to the home to look at it and assess the problem. They will send technicians but I have requested someone higher up analyze the issue directly. The most recent issue we encountered today, is a water stain in our 4 month old sons room due to a leak in the ** unit. Mind you, a technician was just out last month (5/22) to service the ** because it wasnt cooling appropriately. The technician said that he looked everything over and fixed a leak and we were good to go. As previously mentioned, all of these issues are related to an initial installation issue with the unit.

  

  Business response

  07/12/2023

  We've been working directly with this customer since the day she had a complaint--working to resolve all issues. We are replacing ---1T ********** Air Handler Heat Pump Indoor Unit - ***** BTU/Hr Cooling, ***** BTU/Hr Heating, 208/230 VAC 60 Hz ************ MCA, 448 CFM Heating/Cooling, Black, R-410A, Mini-Split, Multi-Position, Air Handler Heat Pump Indoor Unit. Our customer Advocate attempted to connect with the customer directly 6/28/********** a detailed voicemail but the customer never returned the customer advocates call. Customer Advocate connected with the customer directly 7/12/2023 customer confirmed everything was good as our Operations Manager has been addressing all issues, complaints, suggestions, etc to assist the customer all along. The new Install appointment has been scheduled for 7/19/2023. 

   

  Issue resolved 

   

  Thank you! 
  
  

  
  

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The **** gentleman was untruthful on the unit that was being inspected and I paid for a service though another provider!

  

  Business response

  02/09/2023

  Hello *******,
  
  Capital stands on principle and trust, We strive to do what is right for every customer by delivering superior service and solutions that will always keep you and your family safe. We appreciate your time and input on this matter ******* and we will ***** you the refund you requested excluding the finance charge Capital paid to Home Depot.
  
  After a full review of your account it was determined that you contacted Capital for an emergency No-Heat appointment on Sunday February 5th, 2023. The technician completed a full inspection and maintenance of your unit and determined that there was a crack in the heat exchanger which then made it unsafe to operate and per our protocol we deemed the unit unsafe and shut it down. We firmly stand by our diagnosis result for your system as we have certified trained technicians and we use manufactured high quality equipment like the combustion analyzers, Full bluetooth integrated system diagnostic tools and (used in this case to take the pictures below) endoscope cameras.
  
  Also, at Capital every failed heat exchanger diagnosis goes through a second visual and diagnostic assessment by a professional in our office before we make a determination that the heat exchanger is failed. This is part of a multi-step verification we use to ensure that we provide the absolute highest levels of service.
  
  We've included an image of the cracked heat exchanger(photo taken 2/5/2023 @ 10:12am) as well as a copy of the estimate presented to you onsite for repairs(only labor cost ), parts were not included in this estimate as you have warranty which covered the cost of those parts. Your warranty did not cover labor.  Additionally, the condition of the auxiliary items like the filter (picture included below) which had a SIGNIFICANT restriction in air flow over a sustained period of time, likely put far more heat stress on your heat exchanger which points to additional causality for the cracking and the failure.
  
  We recommend that you get a third opinion on your system (as our primary focus is your safety).
  
  We wish you the best moving forward ***************

  
  

  
  

  
  

  
  

  
  

   
  

  --
  

  *********************** | Customer Advocate 

  Capital Heating & Cooling

  W134 ************************************. | ***************, ** 53051

  O: ************ | F: ************
  

  Customer Testimonials
  

  www.CapitalHVAC.com

  Your Partner for Comfort and Health!

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  I received a second opinion and also had my unit fixed along with tech did not tell me unit had a warranty I have pictures from the unit that was taking apart the unit was not cracked!
  Regards,
  
  ***************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  in the begining of June Capital heating and airconditing installed a brand new central air unit. after about a week the unit started to leak,dripping down the ceilling. they cme out. the tech said there were holes in the pan and the unit was wired wrong. the tech fixed the problems that night the unit leaked again. they came out again redid the instlation. again that night it leaked again. for a week every day they been out redoing the install , the last tech, told me the pan should be bone dry just for emergenices. that night again it leaked causing the unit to turn off,i called them back asking for a refund of the difference of their labor and take the unit out. havnt herd from them for a week.i dont fault the tech. the company just dosent know whats causing the issue.paid **** for a leaking unit.

  

  Business response

  07/18/2022

  We are currently working with *********************** to go through the issues on his system.  We are actively investigating the condensation issues that are happening with this install.  We just re-established connection with *****, called on Monday July 11, 2022, after attempting to contact multiple times to resolve the issues he is experiencing, we established contact today again on July 18, 2022.  We are currently going to install a condensation pump to mitigate any issues and will continue working with ***** to the ultimate resolution of all issues.  Today we are going to verify that the problem is external to the unit (source of condensation).   If external, we will look at solutions.  If internal, we will resolve.  We have already offered ***** a full refund on the work done and will take the system out if that is his ultimate decision.

   

  What we have completed so far:

          Blower speed adjustments

          Reinstalled coil

          Blew through all drain lines

          Re-installed and verified p-trap

          Thumb gummed air leaks (in case those were causing condensation)

          Added a coil splash guard

          Added insulation to TXV

          Reinstalled drain pan NEW

          Installed new float switch

          Verified pitch and added supporting infrastructure

  
  

  --
  

  *********************, CPM | COO

  Capital Heating & Cooling

  Customer response

  07/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩